Allegion Technician/Product Support Representative in Indianapolis, Indiana
Creating Peace of Mind by Pioneering Safety and Security
At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.
As the Technician/ Product Support Representative you will resolve and/or answers customer inquiries regarding commercial door hardware troubleshooting and basic product features and functions. This position will interact with various internal customers including technical services, customer service, sales and operations. It will also interact with various external customers including distributors, facility managers, locksmiths, and others as needed.
Responsibilities include, but are not limited to:
Develop a technical understanding of Allegion commercial exit device, accessory, and sealing products.
Provide positive customer support experiences through phone, email, IM and other interaction types.
Assist customers with product troubleshooting, specifications and applications.
Analyze customer requirements and develop customized product recommendations and templating plans based on those requirements.
Perform analysis of field situation based on verbal or written customer input.
Perform preliminary root-cause analysis of product returned from customers.
Populate CRM database with details of all customer interactions.
Develop working knowledge of all applicable catalogs, price books and product-related digital tools.
Provide support and customer feedback to Operations, Order Entry, Sales Support , Engineering and other departments within the organization as required.
Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance.
Minimum 3 years of related industry experience, or technical support experience for mechanical or electrical products.
2 year degree or equivalent years of experience
Technical Skills: MS Office and basic computer skills
Product Knowledge: Basic knowledge of Allegion commercial door hardware products (preferred).
Customer Focus: Ability to provide prompt, accurate and empathetic phone and email support throughout each day.
Collaboration: Ability to work in a strong team environment for sharing product knowledge and voice-of-customer feedback.
Communication Skills: Excellent verbal and written communication skills. Ability to clearly communicate and document solutions in ways the customer can understand and successfully implement.
Travel: Less than 5%
We Celebrate Who We Are!
Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team .
© Allegion plc, 2020 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland
REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370
Allegion is an equal opportunity and affirmative action employer (https://www.allegion.com/corp/en/careers/equal-opportunity.html)
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We are Allegion.
A team of experts.
United under a common desire;
Protect today innovate for tomorrow.
And never settle for the status quo.
We believe in anticipating opportunities
by sharpening our skills
and finding new answers
We believe in a safer, more secure world.
We believe in providing peace of mind.
We believe in being true to ourselves and to those
who trust-in our protection.
We are many. We are one.
We are Allegion.
- Allegion Jobs